Refunds & Returns.

Rootbound Co. is a small, independent houseplant business dedicated to delivering healthy plants and treating our customers fairly. We want you to feel confident about what you bring home—and supported if something is not right.

Live plants are perishable, living products. Each is naturally individual and may respond differently to transit and changes in its environment. This policy explains what to expect and how we can help.

All healthy live plants are final sale. We do not accept change-of-mind returns or provide refunds simply because a customer no longer wants a plant, dislikes its natural variations, or experiences ordinary care-related problems after delivery.

This does not affect your rights concerning damaged, defective, incorrect, or materially misrepresented products.

Please report visible arrival damage within 48 hours of carrier-confirmed delivery so we can assess the plant’s arrival condition promptly. Potentially qualifying issues include:

• Severely snapped main stems.
• Extensive foliage damage.
• Serious root damage.
• Plants arriving dead or substantially deteriorated.
• Significant pests or disease apparently present before shipping.
• Plants materially different from their descriptions.

Minor leaf imperfections, temporary shipping stress, and displaced soil do not automatically qualify for a refund. We review each claim individually.

The 48-hour reporting window is intended for prompt arrival-condition claims. It does not eliminate applicable legal rights or prevent us from considering documented pre-existing problems discovered later.

• Your order number.
• A description of the issue.
• A photograph of the entire plant.
• Close-up photographs showing the damage or concern.
• Photographs of the box and shipping label, when relevant.

Videos are optional. Please retain the packaging briefly when safe and practical, particularly while we investigate shipping damage. We will let you know if further information is needed.

Every request is reviewed individually. Depending on the circumstances, approved remedies may include:

• A refund to the original payment method.
• Store credit, only with your agreement.
• A replacement, when appropriate and available.

Replacements are not guaranteed because live plant inventory changes. If we send an incorrect plant, an incorrect size, or a materially misrepresented item, we will provide an appropriate remedy without charging you to correct our mistake. Where you are entitled to a monetary refund, we will not require you to accept store credit instead.

We do not routinely offer partial refunds or small credits for minor cosmetic imperfections. For an order containing multiple plants, an issue affecting one plant generally results in a remedy for that plant—not an automatic refund of the entire order.

Refund calculations reflect the price actually paid, including applicable discounts, taxes, and shipping charges where required. The original order total is not a guaranteed refund amount.

We do not offer an unconditional plant-survival guarantee. After delivery, customers are responsible for providing appropriate care and a suitable growing environment.

Damage caused by improper watering, unsuitable lighting, extreme household temperatures, neglect, or other customer-controlled conditions is generally not eligible for compensation.

We may still review legitimate evidence of a serious pre-existing condition individually, even when its symptoms become apparent after delivery.

We reserve the right to delay shipping when severe cold, extreme heat, storms, or carrier disruptions could endanger live plants. Rootbound Co. determines whether insulation, heat packs, or other protective packaging is necessary, and we may postpone shipment rather than send plants into unsafe conditions.

We will inform you about material shipping delays and provide applicable cancellation and refund options. Please monitor tracking and bring live plants indoors promptly after arrival.

Weather-related claims are evaluated fairly, considering packaging, carrier delays, delivery circumstances, and other relevant factors. Declining optional weather protection does not automatically exclude a claim from review.

Carrier delays, lost packages, and plants damaged in transit are reviewed individually. We evaluate tracking information and relevant evidence and provide appropriate remedies when required.

If Rootbound Co. makes an address or fulfillment error, we will take responsibility for correcting it. Carrier mistakes are assessed separately and are not treated as customer address errors.

If you submit an incorrect or incomplete shipping address, additional shipping costs resulting from that error are generally your responsibility. Please contact us promptly if you notice an address problem.

Local pickup is available by appointment in Cookeville, Tennessee. You may inspect your plants at pickup. If a plant is materially different from its listing or has significantly deteriorated, you may decline it and request an appropriate replacement or refund.

After you inspect and accept a healthy plant, the sale is generally final, except for applicable rights concerning undisclosed defects or other qualifying problems.

Paid pickup orders are held for five days following the agreed pickup date. You may request a reasonable reschedule. If an order remains uncollected, we will attempt to send a reminder before canceling it, refunding the order, and returning the plants to available inventory.

Customers who cancel an ordinary pickup order before collection may receive a full refund.

Clearly disclosed imperfect, clearance, rehabilitation, or “rehab” plants are final sale concerning their disclosed conditions and cosmetic defects. By purchasing these plants, customers acknowledge the clearly identified condition and the additional care or risk involved.

Refunds are not offered simply because a disclosed imperfection remains or a properly disclosed rehabilitation risk materializes. Final-sale status does not excuse sending the wrong product, misrepresenting its condition, concealing known material defects, or violating applicable consumer protections.

An ordinary discounted healthy plant is not automatically considered a high-risk rehabilitation plant.

For non-living products, such as pots, potting soil, and substrates, we allow change-of-mind returns within 14 days of delivery when the items are unused, unopened, and in their original condition. Please contact us to arrange a return.

Customers are generally responsible for return shipping on ordinary change-of-mind returns. Opened or used soil and substrates are generally not eligible for change-of-mind returns.

If we send a defective, damaged, or incorrect item, we will provide an appropriate remedy and cover required correction or return costs. These terms apply when these products are offered in our shop.

Approved monetary refunds are issued to the original payment method. Processing and posting times depend on the payment provider and your financial institution; we do not guarantee a specific posting timeframe.

We aim to respond to refund inquiries within two business days. This is a response target, not a guarantee that every claim will be resolved within that period.

Orders placed through TikTok Shop must be handled through TikTok Shop’s applicable order support, cancellation, refund, and dispute processes. Please begin with the support options associated with your order on that platform.

TikTok Shop’s applicable marketplace rules take precedence wherever they differ from our direct website policy. This policy does not replace any required platform process.

Nothing in this policy excludes or limits any rights that cannot legally be waived under applicable law. Where applicable consumer protections provide additional rights, those rights remain in place.